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How do I get my BP Pulse membership?

  • 27 September 2019
  • 11 replies
  • 668 views

I've recently signed up to the 2 Year Fixed Energy 20 August 2019 plan. This includes:
Our fixed plan
Green Energy Add-on(free for 2 years)
POLAR plus membership Add-on(free for 2 years)

I asked Hello@OVO about Polar plus membership on 28 August and was told I would get an email from Polar in a couple of days after the switch (9 September). Nothing arrived so far. As one other forum member said, this is an important element for me and one of the reason for my switch. Can anyone help?
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Best answer by Jess_OVO 28 April 2021, 13:52

So sorry to hear of your experience with BP Pulse, @Jenks008, particularly given you have enjoyed being with OVO otherwise.

 

If you’re on our EV Everywhere tariff this membership is included with your OVO plan and should show up on your monthly summary (listed as BP Pulse - £0.00) so something is clearly going wrong if they have been charging you as well. 

 

As there may be an issue with the linking of your OVO account to your BP account it might be worth checking you have used the same email address for both accounts and added us on your BP pulse account (using your OVO account number as the ‘Partner code’).

 

If these details have been checked and the charges still apply please contact our Smart Home Team at smarthome@ovoenergy.com who’ll be able to look into the specifics of your account and help to get this resolved.

 

 

 

 

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11 replies

Userlevel 6

Hey @pinky49,

Are you waiting on confirmation from POLAR regarding your membership? If so, I'd advise chasing this directly with them. More info here: https://polar-network.com/help/

Cheers

Userlevel 3
Badge

I may be unreasonable or perhaps I have misunderstood the response from OVO regarding the payment of my Polar subscription.

I was assured that if the subscription was not set up automatically when I renewed my contract it would be simply corrected manually.

So I receive an invoice from Polar for the subscription and I immediately write to OVO and remind them of the assurances I was given.

I expected a conciliatory response and an undertaking that the matter would be dealt with straight away. In stead I get a reply telling me to take it up with Polar.

Polar’s reply is set out below.

What am I to do now ?

 


 

Copy of my mail to OVO 

Hi,

I was assured by two OVO colleagues that if I renewed my supply agreement the Polar membership subscription would be paid for me as in the earlier contract. 

Today I received an invoice for the subscription indicating to me that you have not honoured your undertaking. 

Please explain why this has happened. 

 

Reply from OVO

 

Thanks for getting in touch, sorry to hear you’re having issues with the POLAR Network. 

 

Although your energy tariff gives you free membership, any issues that you face with your POLAR membership or the service they provide, must be sent to POLAR directly. You can contact them at: https://polar-network.com/contact/

 

If you have any issues in regards to your energy supply or account, please do not hesitate to contact us. 

 

I hope this has been of some assistance to you. 

 

Kind regards,

 

 

Rated Great on Trustpilot

uSwitch Energy Supplier of the Year 2019

Top Employer UK 201

 

 

Reply from Polar

 

 

 

Thank you for your email.

 

The OVO subscription comes with 2 years free Polar subscription.

 

However I can see that your OVO contract started on 27/09/2017 , which means that those 2 years of free POLAR subscription have now expired.

 

I hope it helps.

 

Kind regards,

 

 

BP Chargemaster

Userlevel 6

This does’t seem right, @Peetee, if you’ve chosen to renew your Polar membership should be free, sorry for any confusion here. 

Please then reach out to our team on Facebook, Twitter you’ll need to confirm your full name, DoB, full address and this issue, our team will be able to look into this today. 

Thanks! 

Userlevel 1

I have the same problem. Joined 26th September but still no Polar membership. Shame that OVO isn’t helping with this situation.

Userlevel 6

Sorry to hear you’re still waiting on this, @pixelpefekt, as @Nancy_OVO mentioned above, you can chase this up with the directly here: https://polar-network.com/help/

 

Thanks!

Userlevel 3
Badge

Well I eventually resolved this matter with the help of Polar. 
it seems that OVO need to tighten up their system because the refund I eventually received along with confirmation that my Polar subscription will now be paid on my behalf. 
Polar outlined the system weakness in a mail to me :

"

 

Thanks for getting in touch. The OVO renewal with still cover you for another 2 years free subscription.

We just need to have it come though from OVO directly. It is possible that the person you may have dealt

with and the person responsible for said communication are very different people within OVO.

 

We have a list come through to our membership and marketing team once a week on a Monday.

When they have sent it through the two years will start all over again, sorry for any frustrations in

the meantime. Their computer systems and ours are not linked so we do have to wait for the

communication.

 

Kind Regards

Nathan Raffle

BP Chargemaster

 

 

Really saddened at the experience with BP Pulse and feel that the only way I can remonstrate at the poor service is not to renew with OVO when we move in a few weeks.  Despite the promises of free membership they are charging me membership and smugly mentioned today ‘you joined for 2 years in May 19’ and paused.  There was an ‘oh’ when I mentioned OVO renewal last month with free membership.  Fortunately we are moving and I can end my poor customer service with them through OVO.  Pity as OVO have been excellent, unlike them who arent a patch on Polar.

Userlevel 7
Badge +4

Hey there @Jenks008 ,

Sorry to hear the trouble there. It’s worth mentioning that you might be shooting yourself in the foot here. OVO doesn’t really have any control over what BP Polar does, so any problems with BP Pulse should really be taken up with BP rather than OVO.

I can probably take a look through the details about the offer though, just in case. But I would encourage you to reconsider, as you may end up missing out on some upcoming improvements that OVO are working on.

Userlevel 6

So sorry to hear of your experience with BP Pulse, @Jenks008, particularly given you have enjoyed being with OVO otherwise.

 

If you’re on our EV Everywhere tariff this membership is included with your OVO plan and should show up on your monthly summary (listed as BP Pulse - £0.00) so something is clearly going wrong if they have been charging you as well. 

 

As there may be an issue with the linking of your OVO account to your BP account it might be worth checking you have used the same email address for both accounts and added us on your BP pulse account (using your OVO account number as the ‘Partner code’).

 

If these details have been checked and the charges still apply please contact our Smart Home Team at smarthome@ovoenergy.com who’ll be able to look into the specifics of your account and help to get this resolved.

 

 

 

 

Userlevel 3
Badge

There was period that Polar charged me for my Subscription. 
I wrote to Polar and within a day or so it was corrected and the money refunded. 
My impression was that it was a simple case of the left not talking to the right. 
Go back to pulse, show that you are an energy customer on the EV plan, and simply ask them to investigate. 

Userlevel 7
Badge +4

Thanks @Peetee !

It’s also possible that BP might give you a goodwill gesture too, so it’s worth getting this fixed. At very least, they should refund you for any payments that weren’t owed and change your account settings to set the subscription price to zero.

Being with OVO does also have a slight advantage compared to most suppliers, in that this forum is a great resource that can help solve tricky puzzles and get things back on the road. We always welcome members here regardless of supplier of course and we’ll always do our best to help out. But you won’t get a resource like this with most other suppliers.

Hopefully you’ll be happy to see if this helps and maybe reconsider staying with OVO @Jenks008 , but we’ll understand if you still choose to leave. Whichever way you decide to go, we’ll be here if you need us and we’re always happy to give you a hand anytime.

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